In order to gauge your current client satisfaction and hone your skills for future sales, a customer satisfaction survey is a great way to get a clear and honest series of subjective answers from respondents. Here are some simple tips for creating a clear, easy-to-follow survey to find out where you stand with your clients.
1. Keep it simple: Keep in mind that asking clients to fill out a survey takes effort on their part, so it will be up to you to make the survey as inviting and easy to understand as possible. Try and limit the number of questions to under 10, or one page, so that upon opening the survey they are not intimidated and immediately put-off by the amount of work involved in answering your questions.
2. Give it space: Whether you are emailing or sending out hard copy questionnaires be sure to leave ample space for clients to respond to each question and elaborate on their answers beyond a ‘yes’ or ‘no’. The more information you can elicit from each respondent, the more valuable these returned surveys when you want to gauge consumer response and revamp your current sales strategy.
3. Scale it: Instead of asking simple ‘yes’ and ‘no’ answers, provide a ratings scale of one to five for clients to fill out. There are many shades of grey when it comes to customer service experience, and by having more options to choose from you will get a more honest response from your clients about what they really think.
4. Use multiple choice: Another way to make things simple for your clients is to provide multiple choice options for a series of questions so that they can choose the one that best fits their individual situation. Multiple choice questions take the effort and guesswork out of consumer responses, and make readers more likely to tackle the survey.
5. Keep it professional: When creating the questions for your survey, write them in a concise, professional manner. By keeping things clear and formal you are more likely to get honest responses from your clients because they will not feel constrained by answering to a specific individual with an investment in specific responses.
